It''s fun to work in a company where people truly BELIEVE in what they''re doing!
We''re committed to bringing passion and customer focus to the business.
Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at ).
Job Summary:
The IT Support Specialist is responsible for delivering high-quality technical support and customer service to end users across the organization. This role manages incoming support requests through multiple intake channels, ensuring accurate documentation, timely resolution, and effective communication throughout the incident lifecycle. The specialist performs hands-on troubleshooting of hardware, software, and system issues, including installations, upgrades, and configurations, while maintaining system performance through preventative maintenance. Additionally, this role leverages knowledge bases and technical resources to resolve issues, identifies trends to proactively prevent recurring problems, and escalates critical incidents as needed. The position requires participation in an after-hours on-call rotation and a commitment to continuous improvement and operational excellence.
Key Responsibilities:
Customer Support & Incident Management
Delivers high-quality customer service by managing incoming support requests, accurately documenting user information, and tracking incidents through full resolution in the ticketing system.
Ensures thorough recordkeeping of all actions, decisions, and outcomes while escalating critical issues appropriately to maintain service continuity.
Technical Troubleshooting & System Maintenance
Diagnoses and resolves hardware and software issues, including installations, upgrades, configurations, and use of knowledge bases to support efficient problem resolution.
Performs preventative maintenance and analyzes incident trends to proactively reduce recurring issues and improve overall system performance.
Required Skills:
Strong written and oral communication skills.
Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience supporting VOIP telecom devices.
Basic knowledge of switches and network devices.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Analytical and problem-solving abilities.
Ability to prioritize and execute tasks in a high-pressure environment.
Qualifications:
Education: HS Diploma or equivalent required
Experience: Relevant Work Experience required
Certification: Relevant Certification is a plus
Working Conditions:
Remote or Office setting
Compensation Range: $28-$29/hr
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
If you like wild growth and working with happy, enthusiastic over-achievers, you''ll enjoy your career with us!
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